CRM Average handle time (AHT):
Average handle time (AHT)
Metric: Average handle time
Definition: The total amount of work time related to calls, including average talk time (ATT) and average after call work time (ACW), divided by the number of calls handled.
Application: AHT is the total average amount of time a CSR spends talking and in post call work in relation to a call. Comprised of ATT and ACW.
Tips about using average handle time as a call center metric:
AHT is a metric which can be monitored or measured at a CSR, center or enterprise level.
Similar to ATT, AHT can be easily manipulated so caution is given to how this metric is monitored or measured.
Aside from call volume and service level, it is the most critical metric in determining the workforce required.
Measuring average handle time in the call center: Expert advice:1 - 3 of 6
Ask the Expert - Learn how to reduce hold time and find other benchmarks for the call center in this tip from Lori Bocklund.
Ask the Expert - While there is no formula for lowering average handle time (AHT), Lori Bocklund offers some advice for how to improve your call center performance relative to this call center metric.
Ask the Expert - A call center agent who works in the credit card industry, wonders how he can lower his average handle time.
Test your knowledge of average handle time: Quiz:1 - 1 of 1
Quiz - Test yourself on average handle time in this question from the Call Center Metrics School quiz.
Understanding average handle time as a call center metric: Podcast:1 - 1 of 1
Podcast - Learn tips for measuring average handle time (AHT) for the call center in this call center metrics podcast.